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Message 1 of 2

Re: BT home hub 5 wifi keeps dropping

Having joined BT Infinity 7 months ago it seems what i actually signed up to was poor Internet and little or no wifi and the line dropping about willy nilly.  So having sat at home today waiting for the promised 11am call from India to discuss the ongoing issues and yet another open fault i gave in and called them at 12noon then sat waiting or an hour to get through then went through the whole process of them checking the liine and sayng 36 is all they are contractually obligated to deliver and that they are legally not responsible to deliver wifi.  They have already sent me a replacement hub (and charged me for it without telling me - to be refunded at next bill).


Different this time as asked me to put a number into my ipad browser which did not work as the wifi was not working and told it was due to enviromental factors, informed them i was siting next to the hub, surrounded by a couple of houses and miles of fields as we live on the edge of a village.  If I switch of the wired connections to computer and disable the house wifi I sometimes get fantastic free BT wifi though !!!!


Sat at PC which is wired conenction and it was to slow to do anything........ finally went through the http://bthomehub.home/index.htm?pg=wirelessBasic.htm which didnt work so was informed it had been done remotely and to wait 2 more days then it will all be ok, but not to phone them if it does not work..... he will call me on Saturday. I am simply losing the will, counting the days till I can remove the contract and wish I had gone with virgin who actually replace the 1970'S copper wire leading from our house, whereas at present my 50+ year old copper wire has just been tied onto BT's Fibre but they say it does not make a difference and legally they dont have to deliver better speeds or any wifi ....................

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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: BT home hub 5 wifi keeps dropping

I have moved you onto your own thread so that you get help for your specific problem.


Can you say which Infinity product you are on?


In order to try and help can you run the following tests after which you may get further assistance from forum members.


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

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